Have you ever stopped to consider how a business makes you feel?
What is your energy like when you enter? Or over the phone?
What is your energy like when you leave? Or hang up?
Do you leave with a smile on your face?
Or are you shaking your head exasperated over the quality of the encounter?
Recently, I spent time in both a department store and a grocery store, running back-to-back errands and the disparity was noticeable.
There was a line for the cashier at JC Penney and for about 5 minutes I witnessed another customer advocating for himself to save $5. It took two employees and a manager to resolve the issue, ultimately resulting in a price reduction, but the customer still wasn’t happy and left upset over the lengthy exchange. When it was my turn, the cashier went through the motions to scan the barcode on my phone to find my web order. They were otherwise silent and not present. I also left shaking my head.
Then at Trader Joe’s, the multi-tasking cashier engaged me in dialogue, asking how my week was going and continued to make small talk while scanning each of my items. They also proactively pointed out a hidden shelf to set my cloth bag for easy loading.
Let’s continue to raise the bar high for customer facing team members, acknowledging those who strive to make meaningful connections and coaching those who are focused solely on transactions.